Job Description

To monitor and evaluate customer interactions in all touchpoints for quality assurance purposes.



  • Monitor and evaluate interactions at all touchpoints daily.
  • Provide feedback to representatives with regards to their quality performance.
  • Real-time monitoring and provide trending reports hourly and feedback to agents and supervisors daily on issues noted for the day.
  • Ensure interactions evaluations show the true reflection of call/ interaction quality and sales propositions. 
  • Conduct trend analysis while sharing recommendations.  
  • Handle escalated queries while providing a detailed synopsis of the findings.
  • Evaluate and recommend processes and procedures to improve on CSAT (Customer Satisfaction).
  • Participate in CX and care projects as and when need be.
  • Manage and monitor QA system- Ensure uptime of the systems at all times.
  • Identify and contribute to quality initiatives –Ops delivery
  • Ensure that the FAQs are properly cascaded to the teams to ensure compliance with the information.
  • Identify and escalate training needs.
  • Report Deviances from Standard Operating Procedures to the relevant supervisors and managers.
  • Coach Customer Service Representatives.
  • Conduct coaching supervision to the partners Quality files.
  • Manage conflict related to QA Audits between the supervisors and the CSRS.
  • Prepare quality reports on a daily, weekly, and Monthly basis while clearly showing the areas of opportunity and strength.
  • Ensure consistent standards and guidelines are used for all customer contacts whether onsite or through vendor partners. 
  • Conduct calibration sessions with the relevant stakeholders and ensure the feedbacks are cascaded to the customer service representatives.
  • Conduct Mystery shopping to various touchpoints to ensure compliance with the flow of information to the frontline teams.
  • Govern the partner on QA processes while adhering to the set guidelines of the SOPS.
  •  Completed feedback sheets.
  • Developed and Maintained evaluation criteria
  • Prepare quality reports on a daily, weekly, and Monthly basis while clearly showing the areas of opportunity and strength.


Skills and Qualifications

  • Bachelor’s Degree
  • Minimum of 2 years experience in customer retention, Customer Service, or Sales role
  • Customer Service Management.
  • Experience at technology-oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage.
  • Customer Service Management.
  • Strong leadership and team-building skills.
  • Excellent interpersonal, verbal, and written communication skills. 
  • Excellent Written and Verbal communication (letter writing, report writing)
  • Computer skills (MS Word, Excel, PowerPoint)
  • Customer Centricity
  • Analytical and reporting skills
  • Customer Centricity 
  • Assertiveness
  • Conflict Management 
  • Project Management 
  • Developing value propositions
  • Interpersonal skills
  • Assertiveness
  • Results-driven
  • Ability to deliver under pressure
  • Problem-solving skills
  • Judgment
  • Team player
  • Motivating
  • Negotiation Skills
  • Flexibility to work in shifts


Job Details

Level : Mid level
Industry : Business
Salary : Ksh 30,000 - 45,000
Experience : 2 Years
Applications : 16
Locality : Nairobi, Kenya
Eligibility : Bachelor
Company : Kaziweza limite...
Posted By Kaziweza limite... / 24 Aug 2021

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